Veterinary Field Service complaints procedures
We welcome your assistance in telling us how we can improve our service to you. If the service you receive is below standard we will take action to put things right.
If you have a complaint about our service, you can tell us by telephone, in writing, by fax, or in person. Initially please make your complaint to the person dealing with your case. If this officer cannot deal with your complaint to your satisfaction, he/she will give you the name of a more senior officer, usually a Divisional Veterinary Manager, for you to contact.
If you remain dissatisfied, please write to the Assistant Director, Veterinary Field Service, whose name and address will be given to you. Your complaint will be thoroughly investigated and you will be sent a written response within 2 weeks of your complaint being received. If, however, we are unable to send out a final response within that timescale, we will send you an interim reply telling you when may expect to know the outcome.
If you still feel that your complaint has not been fully resolved, you can write to our adjudicator, Trevor Cook, whose address is:
Department for Environment, Food and Rural Affairs
Area 7D
Nobel House
17 Smith Square,
London SW1P 3JR
Email: service-standards.adjudicator@defra.gsi.gov.uk
Trevor Cook plays no part in the management or policy of any Defra Inspectorate thus ensuring his impartiality. He will investigate your complaint and report back to you within 15 working days. If this is not possible he will write to you explaining why and letting you know when you can expect to receive a response.
If you are not satisfied with the adjudicator's decision, you may write to a Member of Parliament who may agree to refer your complaint to the Parliamentary Commissioner for Administration (the Parliamentary Ombudsman), or you can write to the Secretary of State for Defra.
Page last modified: 3 July 2007